Tools & Process Manager (unicentre, hpov, enterprise management tools)

The position is responsible for the leadership of the definition of the GEMS Automation Tooling and Process Management Standards for our client's Managed Operations in Asia.
The role also provides a shared team of specialist to deliver projects and operational support arrangements.
The solution set provides monitoring and integrated reporting for customer systems linked to a integrated help desk and knowledge management application, supported by ITIL based processes

Accountabilities

Vision
Define the vision of GEMS and integrated CSDM automation for the region, and provide a roadmap for achieving the vision.
Support alignment with MO Global

Strategic
Define the supporting best in class portfolio of tool sets and foster positive supplier arrangements to secure best ongoing support.
Continually review and improve this portfolio
Promote the vision for a highly automated, proactive and transparent service model.
Excite the countries to adopt these practices.
Excite all staff to contribute to the exploitation of automation and process.
Excite clients in the value of these tools and processes.

Operational
Define the installation of the backbone and customer solutions within the standards. This extends to monitoring, reporting, help desk and knowledge management solutions.
Make appropriate supplier and staffing arrangements to deliver the solution set. Negotiate agreements, appoint and manage staff.
Maintain a service portfolio and rate card for the defined services
Make available resources for projects and operational support arrangements. Provide 24*7 escalation support
Manage staff, processing and licence capacity to the backlog and pipeline, to ensure lowest competent cost is achieved.
Define and monitor the documentation standards
Support the work of team members assigned to client projects, ensuring quality and documentation standards are achieved.
Plan and manage specific projects such as version upgrades.
Define and maintain the bid support material and support client selling activities, including bid (solution and cost) and presales activities.
Share initiatives on a global level for leverage by other regions.
Support ISO 9001 quality certification activities of the MO Countries.

Financial
Create and control budget for the group in the region.
Define internal pricing mechanism for the services provided.
Ensure adequate support levels from vendors are in place including negotiations of supply of software and hardware as required and utilising any our client's global agreement as applicable.

Management
Staff training and development plans.
Yearly performance appraisal.

Experience and Competencies
Degree or equivalent in Computer Science or related discipline.
Minimum of 10 years experience in IT, preferably in the area of network and systems management.
Possess working knowledge of system management products such as CA TNG, Tivoli or HP Openview.
Working knowledge of Mainframe, UNIX, NT, Databases, Helpdesk, Networking and Team Management expertise , with an emphasis on regional teams.
Strong project management skills. (ITIL)
Selling and influencing skills.
Able to work independently with minimum supervision.
Possess management skill set, a strong analytical and problem solving skills
Must be able to travel.

Critical Success Factors
24X7 availability of the GEMS backbone in the region
Accuracy of monitoring facilities and backup arrangements to ensure highest reliability
Accuracy of integrated reporting
Roll out of GEMS software agents to the maximum number of customer (internal and external)
Reduction of operations effort and increased service levels as a result of the deployment of these tools
Manage within the budget
7x13 mths + 20% bonus